Customer Care

FAQ

ACCOUNT

Do I need an account to place an order?

No, you don't. You can decide to place an order as "New Client" or as "Registered Client". As New Client, you are not required to register an account but only to complete the checkout process as a Guest and fill in all the requested fields for delivery, invoicing, and payment; you will always have the chance to add a password and complete the account creation at the end of the checkout. As Registered Client, the account has already been created and you can log using your e-mail and password. If you are not registered yet but would like to, click on the top right icon, and select the option "Create Account".

I have forgotten the password/my personal log in credentials: how can I recover them?

You can recover these details in the Account registration e-mail. If you cannot find this message in your inbox, simply click on the link "Password Forgotten" of the login page and you will receive an email with a link to reset the password. Once you logged in, you can always change your password in "My Account" section. Remember that the user is your full email address.

ORDERS

Is it possible to cancel an order?

If you realize that you ordered the wrong item or placed an order by mistake, you are kindly invited to contact immediately the Customer Service via email at [email protected], chat online or call +39 02 87189530 to receive customized assistance.

Is it possible to modify an order?

We are sorry but it's not possible to modify the order after you placed it. Each order is automatically processed and, once confirmed, it's not possible to partially modify the items in the order. In order to purchase other items, we invite you to place a new order, if you prefer to return the items you can read our Return Policy.

Can I place an order using my smartphone or my tablet?

Absolutely yes: our website is optimized for all the mobile devices and you can easily and safely shop from your smartphone.

PRE-ORDERS

Can I pre-order an item on TheDoubleF.com?

On our website you can pre-order items that have an expected shipment date in the coming months. Items that can be pre-ordered are indicated in the catalog and in the product page with the PRE-ORDER label.
If you pre-order with a credit card or paypal, the full price will be deducted the same day in which the order is placed.
If you decide to pay for a pre-order by bank wire transfer, payment must be sent within 48 hours from the time in which the order was placed.
Pre-orders with cash on delivery as payment method will not be accepted.
For pre-orders, details and the shipping country cannot be changed for any reason.
The expected shipment date indicated in the product page is the confirmed date given to TheDoubleF.com by the supplier.
TheDoubleF.com is not responsible for changes to the delivery date, cancellations or modifications of pre-order items caused by supplier production changes.
If a pre-order item can no longer be delivered, the amount payed will be refunded using the original payment method.
Pre-order items will be shipped as soon as they are available.

PAYMENTS

Which payment methods are available on TheDoubleF?

TheDoubleF accepts different payment methods, depending on the country of billing/destination. We accept credit cards, PayPal and bank transfer for most countries and specific geolocalized payment tools. You can find out more details about active payment methods for each country in the Payment section.

Is it safe to pay with credit cards?

The payments by credit card are completely safe because transactions are processed through hosts protected by Cryptographic Protocols of Security to grant the highest data protection to our customers.

Which currencies are used for payments?

Payments and refunds for worldwide shipment are processed and invoiced in Euro (EUR). Please be informed that possible transfer fees, as well as bank service charges, might be charged to the customer, since all transactions are processed in Euros. If the customer is charged transaction fees by their bank, TheDoubleF will not refund these charges due to exchange rate.

How is the VAT calculated for the countries outside European Union?

For purchases outside the European Community, VAT, as well as taxes and custom duties, are not included in the price displayed in the product page and at the checkout. It may be that these additional costs will be charged to you by the courier at delivery.

Are VAT and custom duties refundable?

No, VAT and custom duties paid before the delivery in order to get the custom clearance cannot be refunded. As the addressee, you are liable for all import duties, customs and local sales taxes charged by the country you are shipping to, since they are not included in the price you see at the checkout.

How can I calculate taxes and duties fees?

The payment of taxes is necessary to release your order from customs on arrival. We are unable to provide an estimate of these charges, since they are calculated by the local custom offices.

SHIPPING

Which countries does TheDoubleF ship to?

All countries, all over the world, from the warehouses located in Italy.

How much will delivery cost?

The shipping cost depends on the destination country and it is calculated at the checkout while you fill in required data, so it's possible to check this amount on the summary of the order before the payment. You can check the complete table rates in the Shipping section. For extra EU shipments, customs may apply additional costs (consumption tax, import tax and custom duties), at their complete discretion, that will be charged on the customer and required by the carrier at the time of delivery. TheDoubleF has no control over these charges, which may vary considerably from country to country. For further information, we invite you to contact the customs authorities in the destination country.

When will my order be shipped?

All our orders are despatched within 24/48 hours from the purchase confirmation. If it will be necessary more time during the preparation of your package, our Customer Care will notify you.

How long does delivery take?

The delivery to Italy and to EU countries will take from 1 to 3 days from the moment the parcel leaves our warehouse. Extra EU shipments will be delivered normally in 3/4 days, please consider that possible custom checks may cause delays in the delivery. Our Customer Service monitors all the shipments to solve any potential problem. The dispatch of the orders paid by bank transfer may take longer, until the transfer is cleared. For specific information about delivery timings you can refer to the table in the Shipping section.

Is it possible to deliver to the working address?

Yes, it is. While finalizing the order at the checkout page, you can indicate your preferred shipping address. We are unable to deliver to P.O. boxes, for customized assistance please contact our Customer Care.

Do the couriers deliver during non-working days and bank holidays?

No, they don't. All the couriers deliver during working days. Please note that delivery by appointment is not available.

Which courier will delivery my order?

TheDoubleF chooses automatically qualified couriers depending on the destination country. We mainly use TNT for Italy, Boxberry for Russia, FedEx for USA and Canada and DHL for the rest of the world.

How can I track my order?

Absolutely it is. As soon as the parcel leaves our warehouse, you will receive an e-mail with the tracking number and a link to monitor the shipment.

RETURNS AND REFUNDS

Is it possible to return the goods?

Yes, it is. It is possible to ask the return within 14 days from the receipt of the goods, following the authorization procedure indicated in the Delivery Note and in the Returns and Refunds section.
In case the purchase is related to underwear, please note that we are unable to accept returns due to health or hygiene reasons.

How can I ask to return an article?

It's necessary to ask for the authorization of the Customer Service and a Return Code, using the form in Contacts section, selecting "Return request" as reason for contact, or writing an e-mail to [email protected] indicating the order number, reason and contact details. For further details please refer to our Return policy.

How can I prepare the package for the return?

We suggest you to re-use the same box you received with the goods, sealing it with packing tape.

Which courier can I use for the return?

We will use our courier; the Customer Service will ask your preference to book the picking of the courier and will send you the waybill that we ask you to print and hand over to the forwarder together with the package.

How can I return from Russia?

To request a return, please contact our Customer Care who will provide you with the return authorization code. After receiving your return code, you will have to contact a transport company of your choice in order to organize the pickup of your parcel and to ship it back to our warehouse. On the shipping label on the package, you must indicate that return duties will be paid by the recipient (FF NET SRL - TheDoubleF), while the shipping return cost will be totally paid by the customer and it is non-refundable.

Who pays the shipping costs of the return?

The shipping costs of the return will be charged on the customer and will be deducted from the refund, unless the products ordered were faulty or our warehouse made a shipment mistake. For further information about return costs, please refer to the table in Returns and Refunds section.

Can I ask for an exchange for wrong size?

We suggest you to return the wrong item, following the Return procedure, and place a new order to purchase the right size. You will receive the refund using the payment method used at the time of purchase indicated in the Returns and Refunds section.

Can I return a faulty item and request the substitution?

If you received a faulty item, please follow the procedure for the return authorization highlighting the reason for defective returned goods, and we will send you another item, if available, or refund it.

Can I return an item I don't like?

When and how does the refund occur?

The refund will be done using the payment method used at the time of purchase. TheDoubleF will refund as quickly as possible, more details are available in the Returns and Refunds section.

TheDoubleF is an online store offering a selection of clothing, shoes, bags and accessories. The personal shopper you need for redefining your style thanks to our exclusive product range which will undoubtedly enrich your fashion sense and help you showcasing your personality and identity. Including historical high fashion houses and on-trend labels like Gucci, Prada, OFF-WHITE™, Balenciaga, Saint Laurent, Alexander McQueen and many more with a specialized customer service.
TheDoubleF is the digital alter ego of Folli Follie, a multi-brand fashion retailer with physical boutiques in main Italian cities, whose goal is spreading its passion and knowledge for fashion in an international environment through online shopping.

Please note: the items in your shopping bag may be deleted if you change your delivery country.
The currency conversion should be considered indicative, the amount will be charged in Euro.
By changing your shopping preferences you'll be redirected to the homepage of the selected Country.

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